Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer at this dealership for five years. Yesterday, they gave me a list of "problems" with my car, the service and repairs for which totaled $9000. I took it for a second opinion, and was informed that precisely zero of the issues listed were actual problems. There is no cracking, no leaking, no need for new brakes, etc. I will never return to this dealership.

  Business Response

  Date: 04/09/2025

  We apologize that you feel this way.  *********** manager has reached out, but has not received a response from the customer.  We have offered to take another look at the vehicle with the customer present and our service manager and shop *******, if a technician quoted work that is not there, that technician has no place at our store.  We take great pride in our integrity, and would welcome the opportunity to show you what the technician found and make sure that your vehicle is in the best possible condition. This would provide all parties the opportunity to verify the condition of your vehicle and our process.  ******* Certified Technicians can sometimes spot things that a local technician misses.  We welcome the opportunity to demonstrate our integrity and care for our customers! 

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received service from the BMW dealership located in Murray UT from 10/02 and picked my car up on 10/14. I was sent a link to leave a review, but I do not have a Google account Here are my thoughts... At my 7:30 AM appointment, as I was getting out of the car, someone named Adam B**** rushed up with his business card asking if I wanted to buy winter tires AT 7:30 IN THE MORNING. I could not even get my things out of my car without being bombarded. I told Adam that unless the tires he offered were covered through my warranty I was not buying anything from him or where he worked. He said, “The tires are not covered.” I said, "I got 4 brand new tires when I first got the car through my warranty." He said, "winter tires are not covered." I said, "Well they won't be getting purchased today," and walked off. That could have been handled differently. Now... here is the issue I had with the advisor McKay P*****. When I made the appointment online... I added a note letting them know the issue and that I had an extended warranty through SilverRock. When I got to the dealer that morning... I also mentioned the warranty and McKay asked, "If the warranty was activated?" WHY WOULD I BRING UP A WARRANTY IF I COULD NOT USE IT?! What sense does that make? McKay then told me about the process of how SilverRock works. It is my warranty, I am familiar with the process, but I allowed him to elaborate because he was just doing his job. He said, "We will run the diagnostic for 1 hour, call SilverRock, get the approval from them to move forward, and what they don't cover, you will have to pay out of pocket." I expressed to McKay that, “I was not concerned with the cost because my warranty covered EVERYTHING, from oil changes, tires, mechanical issues, and anything else that may come about regarding this vehicle.”

  Business Response

  Date: 10/30/2023

  We apologize that the customer does not feel they received exceptional service.  After reviewing the phone recording of the call between the service advisor and the customers warranty company, the representative DOES in fact tell the advisor there is a $200 deductible.  Unfortunately, as the warranty company is the one paying for the bill, we have to listen to what they tell us even if it is in contradiction to the customer.  The customer was in fact correct and the warranty company had provided us with incorrect information.  It is rare that we see a warranty company that will cover 100% of everything including the deductible, and we wish they would have provided us with the correct information from the beginning.  

  Our tire specialist has only one job and it's to make sure our customers leave with safe tires.  Especially living in Utah with the cold temperatures and winter weather just around the corner we want to ensure customers can get the expected performance out of their vehicle in any conditions.  We apologize that it felt pushy and was not what you were looking for.  We value every customer that walks through the door and apologize that it did not feel that way.  It is our hope that you will provide us an opportunity in the future to showcase our exceptional service. 

  The audio file will not attach to this submission, please email me if you need a copy.  

  Customer Answer

  Date: 10/30/2023

  
  Better Business Bureau:
  
  I just wanted whoever is in charge to know what my experience was since I was treated like trash and then sent a survey with part of the message in all caps telling me how I should respond. I didn't need an explanation and will 100% be taking that amazing warranty elsewhere to get that particular vehicle serviced moving forward. 
  

  Happy Halloween  

  
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disappointment doesn’t even begin to summarize my experience with the BMW dealership in Murray, Utah. The customer service when purchasing a BMW X5 was horrid. The deal was finalized, parties agreed on all conditions and a deposit made! Instead of finalizing the paperwork and completing the sale transaction, l was told they decided to prioritize and sell this car to an employee because they wanted it over giving it to a customer that has already solidified the purchase. This was a horrible customer experience as this was a car I’ve been on the hunt for over a year, not a cheap purchase. Not sure if they disregarded me because of my accent and thought they could shuffle this to an employee without hesitation but I’ve never had such a disappointing experience. How can a company stop the transaction with a customer just because an employee wanted it? First time I found my dream car and was willing to do anything to get it and was dismissed and set aside. Spend time and prepping financials for this purchase. I do regret every second spend with BMW and have been left with a horrible feeling and taste in my mouth. This company has no right to take pride on their customer service as they do not value their customer in the least bit.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This matter concerns a vehicle I leased from BMW of Murray; my salesperson was Ryan R*********. My family and I have been customers of BMW of Murray since 1991. During the pandemic, I did this deal virtually, mostly via e-mail. Ryan kept pushing me towards a specific car. I checked the VIN several times on the initial BMW sales proposal sent to me (and I still have those proposals). They deliberately sent me the wrong VIN so that I couldn't see the CARFAX report. I should have been more thorough before signing, as it was a completely different VIN than the vehicle I purchased. In February 2023, Ryan stated there were around $10k in fees for my lease return. He tried to convince me to dump thousands of negative equity into a new lease. What a deal, let me tell ya. I asked Ryan to provide a trade-in value instead. Ryan ran my VIN and said my car had been in an accident. I was surprised to hear this because I have never been in an accident. I left and looked into this. The CARFAX report stated that there was indeed an accident on this car when it was at the dealership's position in 2019. I leased this car in June 2020. I reviewed my e-mails and confirmed they gave false VINs in the proposals. Is this how you treat customers that have been with your dealership for over 30+ years? You lease vehicles that have been in accidents and don't tell them? You can counter me and say it's the 'customer's responsibility to know what they're buying.' That's not the point. I was not buying a used 10-year-old Honda Civic where I would expect something like this. I was purchasing a new $58,000+ BMW. I shouldn't, nor should any customer, have to worry about this. I re-read the contract, and it was NOT disclosed anywhere that this car was in a wreck. I even remember asking Ryan numerous times. The sales team may think it's funny or appropriate to exploit customers' likes, but it just shows what the sales team really thinks of its clientele- a joke.

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday June 18, 2022, I brought my car BMW X6 into BMW of Murray to get my spark plugs changed and some filters replaced. When I took the car in, there was nothing wrong with my car. When my car was brought out of the shop 2 hours later, they told me everything was good. I then noticed I wasn't able to close my door using the Soft Close feature on the driver side. Immediately I came back in, told the lady at the front desk the situation and asked if someone would be able to look at the one door. One young man came out to look at it and rudely, slammed my door a few times and said he's going to go back in to get the service advisor, Jan. Another man came out and again, slammed my door multiple times then turned to me and said, "This is probably just a coincidence" then suggested I bring it back a different day to get it fixed. I had asked them if they could check on it immediately because this was not an issue when I brought it in. They took my car back into the shop and the service advisor came out and told me he doesn't know if this was a coincidence or really if this was an issue before I brought the car in. I had explained multiple times my door was working fine before I handed it off to them and they continued to deny any responsibility and told me I'd have to come back on Monday to talk to a manager. On Monday June 20th, I brought my car back and Laura, the service foreman came out to ask what the problem was. She took my car back and after 10 minutes she came out and again, told me she doesn't "know" if it was already like this when we brought the car in, but BMW was willing to be responsible for the labor IF I take responsibility for the part. She says she knows her people don't slam doors when with my own eyes, I saw two different people slammed my door. She refused to take responsibility but made a request to "meet in the middle". If this was not something they were responsible for, they would not make a deal to meet in the middle.